Dear Customer:     

Congratulations on your enrollment to Fire Fighter school! We think that you may have some questions for us. Below you will find a list of the most common questions and answers to them. If you still have not found an answer to your question, please call us at 866-370-7800 (ext. 105) or email support@911se.com  and we will be happy to assist you. Thank you!

Frequently Asked Questions:

Placing an order

Q. How do I rent gear from 911RentalGear?
A. Order securely online by using your school code. You can also order by faxing or emailing your rental agreement and sizing form. Please see order instructions for more detail.

Q. When should I place an order?
A. You can place your order anytime but ideally we ask our customers to submit their orders 4 weeks before the beginning of their class in order to receive your gear in time. You will receive a confirmation via email within 1-2 business days after you place your order with us.

Q. What is a school code?
A. It is a 6-9 digit code for your Fire Academy. We work with many colleges and we have assigned one code to each school. Once you sign in with the code you will be able to see and order the package specially designed for your school.

Q. I don't remember the code for my school. Where can I find it?
A. Your code will be on your school flyer.  If you still can’t find the code, please email us your full name, email, phone number, and fire academy name you registered. We will provide you with the code for your school package. Once you have your code, you can update your account and save the code in your account. If you already have created an account with us, we can update your account with the proper school code and email you the link to order your school package.

Q. Do I have to create an account to place an order for my rental package?
A. Yes, you have to create an account to order. And with the code you will be able to see and order the package specially designed for your school. You don't need a code to order a standard package.

Q.  How can I create an account?
A. Enter your school code and other basic account information. Then click on the button “Create account." Upon successful creation of your account, with your code, you will be redirected to your school package. Create an account now.

Q. I have created my account with the code. What should I do next?
A. If you are already logged in (with the proper code) go to rent school packages.  You will see your school package based on the code you entered. Rent school packages can also be accessed from the “Rent Gear Now” drop down menu.

Q.  I do not see my rental package. What should I do?
A. You must login using your school code to see and purchase your school rental package. Once you have your code please see the how to order page or the order instructions page for more information

Q. Can I place an order over the phone?
A. Unfortunately, you can not place an order over the phone. You can place an order online, via fax or email.

Q. I want to set up an account for a school/training center, not an Individual person's account.
A. Please email us or contact us  to set up your account.

 

Rental Package

Q. Is the rental gear NFPA compliant?
A. All of our gear is compliant with NFPA 1971 and NFPA 1851.

Q. What is included in a rental package?
A. Each rental is unique.  Please review your school’s flyer to see exactly what is in your package.  Typically, the basic package includes a Bunker Coat, Bunker Pant w/ suspenders, Boots, Gloves, Helmet, Hood, and Gear Bag.

Q. What if I do not need to rent the entire package? Can I rent a few items?
 A. Contact us directly and we will put together a custom package that meets your exact requirements.

 

Exchanges and shipping

Q. How will I know that my gear has been shipped?
A. As soon as your gear is shipped, we will email you your tracking number. You can go on the FedEx website link to track your package and see the estimated delivery date.

Q. How will I receive my gear and how do I return it when my rental is finished?
A. Your order will be shipped via FedEx Ground. Expedited shipping is available at an extra cost. We will include a pre-paid FedEx Return Shipping label in the box with your original rental order shipment. When your rental is complete, attach the prepaid label to the box and drop it off at any FedEx facility.

Q. What if my gear does not fit?
A. Contact us immediately and we will exchange an element(s) for you at no charge including regular ground shipping. Expedite shipping (Overnight, 2^nd day and Express) is available at an extra cost.

Q. What is best way to request exchange? 
A.Best way to order exchange is to order exchange an item online.  Order exchange online is easy and free. You'll need to check the items that need to be exchanged,  fill in the exchange sizing information, and upload pictures(optional). You'll then add items to the cart and select free ground shipping or express shipping of your choice at an extra cost. You can place your exchange order online 24/7 and we will process your exchange like an order within 1-2 business days. 

Q. What if the gear is damaged during my training?
A. Contact us or order exchange online immediately and we will send you a replacement garment.  We will include a prepaid shipping label for the damaged garment.  Hold on to your damaged garment until your replacement garment arrives. After you receive your exchange, you must return the original item within 3 business days. No security deposit will be refunded if you did not return the original element for over 4 weeks.

Return of the equipment

Q. How do I return it when my rental is finished?
A.  We will include a pre-paid FedEx Return Shipping label in the box with your original rental order shipment. When your rental is complete, attach the prepaid label to the box and drop it off at any FedEx facility.

Q. Do I have to clean the rental gear before returning it?
A. Do not clean the coats and pants. Return the gear soiled at the end of the rental period. The fabrics used to build your PPE are easily damaged if not cared for properly. Please contact us if the gear must be cleaned during the rental period.  We will provide details on how to perform a routine cleaning.  The gloves and hood are normally a purchase, and they can be cleaned with a mild detergent and air dried.

Q. Do I get to keep anything at the end of the rental?
A.  Each rental is customized to meet your needs,  and your receipt and school flyer/ package description will say which items are yours to keep at the end. Typically you will keep the hood and gloves, as they are nomally a purchase. Students who purchased ropes, webbing, ear plugs and safety glasses should also keep them. You will see in your package description the items that are listed as purchased items.  

Q. What can I expect if I drop out of my training academy early? Do I get a refund?
A. You need to notify us immediately that you are dropping out so we can give you instructions on how to proceed. For a partial refund, please see our early return policy. 

Q. I lost my return shipping label. What should I do?
A. Please email us and we will email you back a new return shipping label.

Security deposit

Q. Will I get my security deposit back?
 A. Gear will be inspected upon receipt. Any excessive damage or a lost element will be deducted from your security deposit. After inspection, you will get your security deposit back if you return all the rental equipment within 7  days after completion of your program and there is no excessive damage. If the equipment is returned late, late fees will be applied via our terms and conditions. 

Q. When will I get my security deposit back?
A. You will get the security deposit back if you return all rental items no later than 7 days after your school term ended and there is no excessive damage. It may take up to 4 weeks to process your security deposit after we receive the gear from you. Security deposits will be returned to your original payment form.  You will receive an email notification from us that the deposit was processed.  If we have questions for you, we will reach out to you, so please keep your contact information updated with us.

 

If you have any questions or concerns, please feel free to contact us.  We are open Monday – Friday from 8:00 am – 4:30 p.m. (ET).  Phone number 610-279-6808 (ext. 105)  Email: support@911se.com Fax: 610-978-2606